FamilySource Network
Satisfaction Survey Results
Submitted To:
City of Los Angeles
Community Development Division
Submitted By:
Richard Moore, Ph.D.
Shelby C Sommer
Consulting Center
Management Department
July 29, 2010
Table of Contents
Overview………………………………………………………………………………………………………………………………....2
Study Approach…………………………………………………………………………………………………………………….…...4
Total Response Data by Center…………………………………………………………………………………………………….…6
Adult Survey Data Analysis……………………………………………………………………………………………………………7
Adult Survey Results……………………………………………………………………………………………………………….......9
Reason for Coming to FSC…………………………………………………………………………………………………...11
Frequency of Visits to FSC…………………………………………………………………………………………………...14
Enrolled in Class at FSC……………………………………………………………………………………………………...16
Overall Satisfaction……………………………………………………………………………………………………………18
Satisfaction with Staff…………………………………………………………………………………………………….……21
Satisfaction with Facilities……………………………………………………………………………………………….…....24
Satisfaction with Services……………………………………………………………………………………………….……27
Recommend FSC........................................................................................................................................................30
Demographics………………………………………………………………………………………………………………….32
Youth Survey Data Analysis………………………………………………………………………………………………….….........41
Youth Survey Results…………………………………………………………………………………………………………….……44
Reason for Coming to FSC…………………………………………………………………………………………………...46
Frequency of Visits to FSC…………………………………………………………………………………………………...49
Enrolled in Class at FSC……………………………………………………………………………………………………...51
Overall Satisfaction……………………………………………………………………………………………………………53
Satisfaction with Staff…………………………………………………………………………………………………….…...55
Satisfaction with Facilities……………………………………………………………………………………………….……57
Satisfaction with Services……………………………………………………………………………………………….……59
Recommend FSC........................................................................................................................................................61
Demographics………………………………………………………………………………………………………………….63
Executive Director’s Satisfaction with CDD………………………………………………………………………………………...70
Conclusion and Next Steps…………………………………………………………………………………………………………...74
SATISFACTION SURVEY FINDINGS
Page 1f
OVERVIEW
The Community Development Department is committed to making the FamilySource Network a performance driven
system. In CDD’s performance model, there are four aspects of performance: Customer Satisfaction, Outcomes, Flow
(volume of clients), and Administrative Performance (SOFA). This report presents the results of a full-scale pilot survey of
the Customer Satisfaction measures of the performance system. The survey measured the customer satisfaction of three
key stakeholder groups:
 Adult clients
 Youth clients
 Executive Directors of the FamilySource Centers
The survey had several purposes. The first was to provide the FamilySource Network with baseline customer satisfaction
data that could be used to identify effective parts of the system as well as areas that may need improvement. It also
served as a full scale test of the survey instruments and the survey methods. This report provides customer satisfaction
data that will help individual FSCs benchmark their customer satisfaction against other FSCs to aid their continuous
improvement activities and support their CAPE applications.
542 adults and 110 youth completed the questionnaire. The survey achieved a high response rate, with 90.3% of clients
who were in FSCs on the days we surveyed completing the questionnaire. However, a substantial number of clients did
not answer some individual questions, suggesting that some questions were confusing or not relevant to the clients.
The overall satisfaction for both the adult and youth surveys is high with an average overall satisfaction score of 9.3 for
adults and 8.8 for youth. There is moderate variation in satisfaction among the sites, with overall satisfaction ranging from
8.8 to 10.0 for adults, and from 5.0 to 9.8 for youth. These results compare very favorably with rating of Public Services
reported by the American Customer Satisfaction Index (ACSI), which is a national benchmark. ACSI reports an average
satisfaction of 6.85 with Public Services nationally, substantially below the ratings received by FSCs .
The number of adult responses is adequate, but needs to improve at some sites to produce valid and reliable results in
future surveys. The number of youth responses needs substantial increase across the board, and there were several sites
that had zero youth responses. We expect that by using our insights from this survey we will be able to better plan survey
days at sites to increase the number of respondents. In addition, we plan to revise and simplify the questions to shorten
the questionnaire. We believe these changes will lead to an increase in the number of clients responding to individual
questions and to an increase in the total number of respondents per site.
SATISFACTION SURVEY FINDINGS
Page 2f
This report presents the detailed results of all three surveys. We begin with an analysis of the Adult survey, followed by
the Youth survey. In each case we present overall findings for the entire population and then provide detailed results for
each FamilySource Center. In the final section we provide results of the Executive Director satisfaction survey.
SATISFACTION SURVEY FINDINGS
Page 3f
STUDY APPROACH
The study was designed to measure satisfaction for three key groups:
 Adult clients in the FamilySource Center
 Youth Clients in the FamilySource Center
 FamilySource Center Executive Directors
In the cases of adult and youth clients, we measured client satisfaction with specific aspects of FamilySource Center
services and their overall satisfaction. With FamilySource Center Executive Directors, we measured their satisfaction with
CDD’s management of the program.
Questionnaires were designed specifically for each population. In each case we used focus groups to generate the
aspects of service that drove customer satisfaction. In the case of adult and youth clients, we conducted focus groups
with clients, FamilySource Center managers, and CDD Staff. In the case of FamilySource Center Executive Directors, we
conducted focus groups with Executive Directors and City Staff.
In the adult and youth surveys we collected data on the following dimensions of FamilySource Centers:
 Overall Satisfaction
 Satisfaction with staff performance
 Satisfaction with facilities
 Satisfaction with center services.
We also collected data on client demographics - why clients came to the center, and how often they came to the center.
In the case of Executive Directors we collected data on:
 Overall satisfaction
 Contracting and payment process
 Interactions with City Staff
 Various aspects of the program such as One-E-App.
The full survey questionnaires are presented in Appendix A & H.
SATISFACTION SURVEY FINDINGS
Page 4f
Sample
The surveys of youth and adult clients were conducted at all 21 FamilySource Centers in March-May 2010. The goal was
to survey every client served on a particular day chosen in collaboration with the FamilySource Center. We planned to
have enumerators spend eight hours at each site. The Executive Director satisfaction survey was conducted through the
web. Table 1 below shows the number of questionnaires completed, the number of refusals, and the hours spent at each
FamilySource Center.
Response Analysis
To evaluate the effectiveness of the questionnaire we analyzed each question in two ways. First, we analyzed how many
clients completed that question and how many answered NA (not applicable) or simply skipped the question. Second, we
calculated the correlation between the response to that question and the response on the overall satisfaction question.
The logic is that if a substantial number of clients responded with NA or skipped the question, then the question is
probably confusing or irrelevant. If there was not a significant correlation between the question and overall satisfaction,
then the question is not measuring an important aspect of satisfaction. The results of this analysis for the Adult Survey
are in Table 2, and for Youth in Table 17.
One other interesting aspect of the results is that 61% of the adult respondents chose to complete the Spanish version of
the questionnaire, while only 1% of the youth used the Spanish version (See Figures 1 and 16).
SATISFACTION SURVEY FINDINGS
Page 5f
TABLE 1. Total Response Data by Center
Location Pacoima FSC WLCAC Tom Bradley FSC Toberman Neighborhood Center Oakwood Family Resource Center Community Build Cypress Park FSC Lucille Beserra Roybal FSC Barrio Action YFC NEW Org ‐ Van Nuys El Centro Del Pueblo Bradley Milken Children's Collective CCNP NEW Org ‐ Canoga Park El Centro De Ayuda Youth Policy Institute El Nido Family Centers CMHP Community Care at Home 1736 Family Crisis Center Total SATISFACTION SURVEY FINDINGS
Date Start Time End Time Total Surveys Completed Total Surveys Refused 3/22/10
3/24/10
3/25/10
4/12/10
4/13/10
4/13/10
4/14/10
4/15/10
4/20/10
4/21/10
4/21/10
4/22/10
4/26/10
4/27/10
4/27/10
4/28/10
4/29/10
4/29/10
5/3/10
5/4/10
5/5/10
9:00 AM
8:00 AM
8:00 AM
9:30 AM
10:00 AM
10:00 AM
9:30 AM
8:00 AM
9:00 AM
12:30 PM
9:00 AM
9:00 AM
8:30 AM
12:00 PM
9:30 AM
9:00 AM
10:00 AM
9:30 AM
10:00 AM
9:30 AM
8:00 AM
5:00 PM
1:30 PM
5:00 PM
5:00 PM
5:00 PM
6:00 PM
6:30 PM
5:00 PM
7:00 PM
6:30 PM
5:00 PM
4:00 PM
6:00 PM
8:00 PM
5:00 PM
6:00 PM
4:20 PM
5:00 PM
5:00 PM
7:00 PM
6:00 PM
35 25 35 35 43 22 23 34 96 21 14 55 7 46 24 43 9 46 13 22 19 667 3 2 3 4 3 3 3 4 2 5 4 14 2 0 4 3 5 1 3 3 1 72 Page 6f
Adult Survey
Table 2. Data Analysis – Not Applicable, No Response, and Correlation with overall Satisfaction
My phone calls were answered quickly. My phone messages were returned promptly. The amount of paperwork I had to complete was reasonable. The first person I talked with at this center was able to answer my questions. The staff treats me with respect. The staff keeps my information confidential. I trust the staff. The amount of time I spent waiting for service today was reasonable. It was easy to find a staff member who spoke my language. The environment of the FamilySource Center is clean and welcoming. There are signs that say “FamilySource Center” on this building that make it easy to find this FSC. It is easy for me to get to this center. This center has good computers, fax machines and other equipment. This center has effective programs for women. This center has effective programs for men. This center has effective programs for youth. Since I have started visiting this FamilySource Center, I feel more optimistic about the future. This center has helped me overcome obstacles in my life. My visits to this center have increased my academic achievement My visits to this center have increased my economic self‐sufficiency. All of the services I need have been provided to me by this FamilySource Center or one of its partners. The hours that this FamilySource Center is open are convenient for me. Overall, how satisfied are you with the services you received at this FamilySource Center? To what extent have services at this FamilySource Center met your expectations? How well do you think the services you received compare with that ideal set of services? My visit today to this FamilySource Center today was valuable. Yes Would you recommend this center to someone like yourself? 90.2%
SATISFACTION SURVEY FINDINGS
Page 7f
% NA 16.4% 22.7% 6.3% 2.0% 1.1% 6.1% 3.3% 4.6% 1.1% 0.2% 2.0% 0.7% 15.7% 24.5% 29.5% 18.3% 9.0% 13.8% 23.2% 25.1% 14.4% 3.3% No 0.6% % No Response 8.5% 9.8% 8.9% 6.6% 8.7% 6.8% 7.4% 6.5% 5.4% 7.9% 10.9% 10.0% 10.3% 11.8% 12.5% 12.9% 10.5% 10.5% 12.7% 13.1% 11.8% 10.1% 7.2% 10.0% 10.7% 7.7% Not Sure 1.50% Corr. W/Overall Sat
0.501 0.51 0.543 0.548 0.555 0.593 0.509 0.588 0.52 0.472 0.425 0.514 0.512 0.528 0.622 0.576 0.62 0.561 0.59 0.577 0.561 0.468 1 0.575 0.54 0.5 Missing 7.70% FIGURE 1. Surveys Completed by Language
Adult Suveys Completed by Language
English
Spanish
40%
61%
SATISFACTION SURVEY FINDINGS
Page 8f
Adult Survey Results
We begin our analysis by looking at how clients learned about their FSC and what services they received. As Figure 2
below indicates, approximately half of the clients learned about the center through a friend. Smaller groups learned about
the center through a flyer or by simply seeing the FSC building.
FIGURE 2. ADULT SURVEY - How did you first learn about this FamilySource Center?
(Overall Top Five Responses)
Friend
Saw a Flyer
Saw Building or Sign (Walk‐in)
College or School
Met Staff Member at Event
0%
SATISFACTION SURVEY FINDINGS
10%
20%
30%
Page 9f
40%
50%
60%
TABLE 3. ADULT SURVEY – How did you learn about this FamilySource Center?
*See Appendix B for write-in responses
Friend
53
Son or
Daughter
5
College
or
School
3
El Centro De Ayuda
6
1
1
Bradley Milken FSC
17
3
1
CCNP
26
Children's Collective
1
CMHP
2
Community Build
6
Barrio Action YFC
1
Met
Staff
Member
at Event
5
Saw a
Flyer
12
Teacher
7
2
1
2
4
5
2
1
1
5
3
3
2
1
2
10
2
1
El Centro Del Pueblo
1
El Nido FSC
16
1
8
2
3
3
3
8
0
2
18
1
3
1
5
1
3
1
1
1
5
1
1
1
5
2
2
2
8
2
NEW Org CP
12
Oakwood FSC
31
Pacoima FSC
22
Toberman
Neighborhood Center
Tom Bradley FSC
4
3
6
1
1
1
1
3
1
3
18
2
Saw Building or
Sign (Walk-in)
15
1
1
9
1736 Family Crisis
Center
Lucille Beserra
Roybal FSC
NEW Org
Probation
Officer
1
2
Community Care at
Home
Cypress Park FSC
2
LAPD
Officer
1
1
3
1
Social
Worker
1
1
4
1
1
5
1
3
1
2
1
1
1
2
1
1
5
1
5
2
1
2
2
1
1
5
14
1
2
1
5
1
2
1
1
9
WLCAC
6
2
4
1
1
1
2
2
2
2
Youth Policy Institute
3
1
1
1
1
SATISFACTION SURVEY FINDINGS
Page 10f
1
Reason For Coming to FSC
We were interested in why clients came to FSCs, and as the table below indicates, the most common reason for coming
to a center was to attend an academic class or workshop, or some other type of class or workshop. Other common
reasons were to: use a computer, find a job, or help their children.
Figure 3. ADULT SURVEY - Why do you come to this center?
(Overall Top Five Responses)
Academic Classes/Workshop
Attend a Class or Workshop
Access a Computer
Help Finding a Job
Help Children Succeed
0%
SATISFACTION SURVEY FINDINGS
5%
10%
15%
20%
Page 11f
25%
30%
35%
Table 4. ADULT SURVEY - Why do you come to this center? *See Appendix C for written responses
Barrio Action YFC
El Centro De
Ayuda
Bradley Milken
FSC
CCNP
Recreation
8
Cultural
Activities
7
Financial
Literacy
1
Child
Care
5
Attend a
class or
workshop
19
Access a
computer
25
Parenting
Classes
3
2
1
0
0
0
3
0
18
5
1
0
0
5
Academic
Classes/Workshop
43
Tutoring
5
To get
bus
tokens
2
Mentoring
4
2
0
0
1
6
3
4
0
2
12
12
2
2
0
12
6
2
5
1
3
Children's
Collective
0
0
0
0
0
0
0
1
0
0
1
CMHP
4
1
0
1
0
3
3
1
1
5
1
Community Build
8
1
2
4
0
8
6
0
4
0
1
6
4
3
1
1
5
4
3
2
0
1
1
1
1
0
0
1
2
1
0
2
1
Community Care
at Home
Cypress Park FSC
El Centro Del
Pueblo
El Nido FSC
0
0
0
0
0
0
0
0
0
0
1
15
8
8
5
16
24
5
18
3
3
18
1736 Family Crisis
Center
1
1
2
1
2
4
3
3
0
4
0
12
0
4
1
1
10
2
0
1
10
3
Lucille Beserra
Roybal FSC
NEW Org
6
2
2
2
2
3
4
3
1
3
2
NEW Org CP
10
0
3
4
0
6
8
4
2
3
5
Oakwood FSC
22
11
8
5
18
24
16
7
4
9
11
Pacoima FSC
1
0
2
2
1
0
1
0
0
1
1
2
5
2
3
0
4
2
0
0
6
2
Toberman
Neighborhood
Center
Tom Bradley FSC
8
1
2
1
3
8
10
0
3
1
1
WLCAC
5
0
2
5
0
8
2
2
1
1
0
Youth Policy
Institute
2
0
0
1
0
0
6
1
0
3
0
SATISFACTION SURVEY FINDINGS
Page 12f
TABLE 4 CONT. ADULT SURVEY - Why do you come to this center?
Barrio Action YFC
El Centro De
Ayuda
Bradley Milken
FSC
CCNP
Disaster
Preparedness
0
To get my
child into
an after
school
program
5
Help my
children
increase their
chances for
success
14
Legal
Assistance
1
Small
business
assistance
1
So I
could do
better in
school
11
4
1
2
3
5
1
0
1
0
0
0
2
3
0
1
5
2
3
3
2
0
2
2
4
To get
information
6
Help
finding
a job
10
Income tax
preparation
0
Child
Safety /
Car Seat
Workshop
0
To get
food
0
College
access
activities
0
1
1
4
5
1
0
3
0
1
0
9
13
Children's
Collective
0
0
0
1
3
0
0
0
0
0
0
0
CMHP
5
2
2
6
7
2
1
1
0
0
0
2
Community Build
3
1
2
8
5
1
0
0
6
0
0
1
3
1
2
6
0
3
0
1
1
1
2
5
1
1
1
3
1
3
0
0
0
0
1
2
0
0
1
1
1
2
0
0
1
0
0
0
9
0
8
11
9
2
1
1
1
2
3
14
2
0
0
3
4
0
7
5
0
0
1
8
1
1
4
5
8
6
3
8
3
5
0
2
Community Care
at Home
Cypress Park FSC
El Centro Del
Pueblo
El Nido FSC
1736 Family Crisis
Center
Lucille Beserra
Roybal FSC
NEW Org
4
0
2
4
7
2
0
1
0
0
2
8
NEW Org CP
7
0
2
7
8
2
1
1
1
1
2
7
Oakwood FSC
4
2
12
12
7
5
8
3
4
6
8
15
Pacoima FSC
0
1
0
4
5
1
2
0
1
1
1
2
7
0
0
5
11
0
0
10
4
2
0
1
Toberman
Neighborhood
Center
Tom Bradley FSC
0
0
6
2
6
1
1
2
2
1
1
6
WLCAC
0
1
1
4
6
1
1
4
0
0
1
2
Youth Policy
Institute
2
1
2
1
2
1
0
0
0
0
0
2
SATISFACTION SURVEY FINDINGS
Page 13f
Frequency of Visits to FSC
Most clients come to the center regularly. Over 30% of our respondents said they had come to the FSC 10 times or more
in the last month. An additional 10% had been there five to ten times. About 15% or respondents were at the FSC for the
first time on the day we surveyed them.
FIGURE 4. ADULT SURVEY - How often have you come to this FamilySource Center in the past month?
(Overall)
Ten or more times
Five to Ten times
Four times
Three times
Two times
One time
0%
SATISFACTION SURVEY FINDINGS
5%
10%
15%
20%
Page 14f
25%
30%
35%
Table 5. ADULT SURVEY - How often have you come to this FamilySource Center in
the past month?
One time
10
Two
times
4
Three
times
2
Four
times
13
Five to
Ten
times
7
Ten or
more
times
40
El Centro De Ayuda
2
6
6
4
0
1
Bradley Milken FSC
1
1
1
4
1
19
CCNP
0
0
2
5
6
24
Children's Collective
3
3
0
0
0
0
CMHP
6
0
2
1
2
0
Community Build
1
0
3
2
1
8
Community Care at Home
6
2
1
2
0
5
Cypress Park FSC
1
1
1
1
2
7
El Centro Del Pueblo
0
2
2
0
0
1
El Nido FSC
5
3
3
13
6
13
1736 Family Crisis Center
3
5
0
4
2
2
8
2
0
2
2
10
Barrio Action YFC
Lucille Beserra Roybal
FSC
NEW Org
1
1
4
2
5
1
NEW Org CP
5
3
8
1
3
3
Oakwood FSC
3
2
2
11
6
13
Pacoima FSC
14
12
4
0
0
1
4
3
2
5
5
7
Toberman Neighborhood
Center
Tom Bradley FSC
1
0
1
0
3
21
WLCAC
6
0
4
2
2
3
Youth Policy Institute
1
3
0
0
3
1
SATISFACTION SURVEY FINDINGS
Page 15f
Enrolled in Class at FSC
Interestingly almost 60% of respondents said they were currently enrolled in a class at their FSC, suggesting that it is this
part of the program that is driving attendance at the FSCs.
FIGURE 5. ADULT SURVEY - Are you enrolled in a class or program at this FamilySource Center?
(Overall)
Yes
No
Don't Know
0%
SATISFACTION SURVEY FINDINGS
20%
40%
60%
Page 16f
80%
TABLE 6. ADULT SURVEY - Are you enrolled in a class or program at this FamilySource Center?
*See Appendix D for written responses
Yes
65
No
8
Don't
Know
4
El Centro De Ayuda
5
14
0
Bradley Milken FSC
21
7
0
CCNP
27
9
2
Children's Collective
2
3
1
CMHP
4
8
0
Community Build
10
3
1
12
4
0
6
5
0
El Centro Del Pueblo
1
4
0
El Nido FSC
28
9
5
11
4
2
15
9
0
Barrio Action YFC
Community Care at
Home
Cypress Park FSC
1736 Family Crisis
Center
Lucille Beserra Roybal
FSC
NEW Org
10
4
0
NEW Org CP
19
4
0
Oakwood FSC
31
6
0
Pacoima FSC
3
29
0
12
13
3
17
5
1
WLCAC
10
8
1
Youth Policy Institute
3
4
2
Toberman
Neighborhood Center
Tom Bradley FSC
SATISFACTION SURVEY FINDINGS
Page 17f
Overall Satisfaction
Customer satisfaction in the FSCs was exceptionally high. On the three aspects of overall satisfaction measured,
average scores were 9.0 or above on a 10 point scale. In addition, the average rating on the value of services received
on the day of the visit was over 9.0 compared to a 6.85 rating of Public Services by the American Customer Satisfaction
Index.
Figure 6. ADULT SURVEY – Overall Satisfaction With FamilySource Center
FamilySource Network
Public Services (according to ACSI)
.0
1.0
2.0
3.0
4.0
Overall, how satisfied are you with the services you received at this FamilySource Center?
To what extent have services at this FamilySource Center met your expectations?
Now think about the ideal FamilySource Center for individuals like yourself. How well do you think the services you received compare with that ideal set of services?
My visit today to this FamilySource Center today was valuable.
SATISFACTION SURVEY FINDINGS
Page 18f
5.0
6.0
7.0
8.0
9.0 10.0
TABLE 7. ADULT SURVEY – Overall Satisfaction with FamilySource Center
FSC Location
Overall, how satisfied
are you with the
services you
received?
Have services at this
FamilySource Center
met your
expectations?
How well do you think the
services you received
compare with that ideal set
of services?
My visit today to this
FamilySource Center
today was valuable.
Barrio Action
YFC
Mean
9.43
9.14
9.05
9.51
Std. Deviation
1.712
1.608
1.911
1.492
El Centro De
Ayuda
Mean
9.61
9.50
9.22
9.47
Std. Deviation
.850
.857
1.114
1.068
Bradley Milken
FSC
Mean
9.79
9.26
9.27
9.57
Std. Deviation
.568
.859
1.185
.790
CCNP
Mean
9.31
9.08
9.24
9.31
Std. Deviation
39
36
38
39
Children's
Collective
Mean
8.43
9.43
9.57
9.86
Std. Deviation
3.309
.787
.535
.378
CMHP
Mean
8.90
9.30
9.50
9.30
Std. Deviation
1.524
1.337
1.269
1.252
Community
Build
Mean
9.47
9.20
9.13
9.47
Std. Deviation
1.246
1.521
1.457
1.246
Community
Care
Mean
9.38
9.00
9.31
9.44
Std. Deviation
1.088
1.317
.751
1.031
Cypress Park
FSC
Mean
9.43
9.36
9.21
9.79
Std. Deviation
1.222
1.151
1.477
.426
El Centro Del
Pueblo
Mean
10.00
9.50
9.50
9.80
Std. Deviation
.000
.577
.577
.447
Mean
9.3
9.2
9.1
9.4
Overall Score
SATISFACTION SURVEY FINDINGS
Page 19f
FSC Location
Overall, how satisfied
are you with the
services you
received?
Have services at this
FamilySource Center
met your
expectations?
How well do you think the
services you received
compare with that ideal set
of services?
My visit today to this
FamilySource Center
today was valuable.
Mean
9.82
9.62
9.57
9.84
Std. Deviation
.691
.795
.887
.479
1736 Family
Crisis Center
Mean
9.68
9.21
9.39
9.53
Std. Deviation
.749
1.134
.979
.772
Lucille Beserra
Roybal FSC
Mean
9.05
9.52
9.30
9.52
Std. Deviation
2.459
1.473
1.490
1.377
NEW Org
Mean
9.33
9.21
9.33
9.67
Std. Deviation
1.345
1.122
.816
.816
Mean
9.45
9.45
9.60
8.95
Std. Deviation
1.945
.826
.883
2.674
El Nido FSC
NEW Org CP
Oakwood FSC
Mean
8.78
8.74
9.16
9.00
Std. Deviation
2.626
2.279
1.772
2.449
Mean
8.79
8.94
8.72
8.58
Std. Deviation
2.190
1.767
2.083
2.634
Toberman
Neighborhood
Center
Tom Bradley
FSC
Mean
9.28
8.92
8.96
9.04
Std. Deviation
1.339
1.605
1.899
1.881
Mean
9.19
9.08
8.27
9.68
Std. Deviation
1.767
1.354
2.721
1.215
WLCAC
Mean
9.00
9.00
8.50
9.17
Std. Deviation
2.108
2.318
2.479
2.256
Youth Policy
Institute
Mean
9.78
9.89
9.38
10.00
Std. Deviation
.667
.333
.744
.000
Overall Score
Mean
9.3
9.2
9.1
9.4
Pacoima FSC
SATISFACTION SURVEY FINDINGS
Page 20f
Satisfaction with Staff
In service organizations like the FSCs, the performance of staff drives the performance of the organization. Our
questionnaire asked a series of questions about the satisfaction with specific aspects of staff service. As figure 7 below
shows, clients were highly satisfied with the performance of staff across the system.
Figure 7. ADULT SURVEY - Satisfaction With FamilySource Center Staff
.0
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0
My phone calls were answered quickly.
My phone messages were returned promptly.
The amount of paperwork I had to complete was reasonable.
The first person I talked with at this center was able to answer my questions.
The staff treats me with respect.
The staff keeps my information confidential.
I trust the staff.
The amount of time I spent waiting for service today was reasonable.
It was easy to find a staff member who spoke my language.
SATISFACTION SURVEY FINDINGS
Page 21f
TABLE 8. ADULT SURVEY - Satisfaction with FamilySource Center Staff
FSC Location
Barrio Action
YFC
El Centro De
Ayuda
Bradley
Milken FSC
CCNP
Children's
Collective
CMHP
Community
Build
Community
Care
Cypress
Park FSC
El Centro Del
Pueblo
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
I trust
the staff.
The amount of
time I spent
waiting for
service today
was
reasonable.
It was easy
to find a
staff
member
who spoke
my
language.
9.52
9.35
9.30
9.59
1.906
1.714
1.720
1.739
1.549
9.35
9.35
9.21
9.21
9.42
9.45
1.851
1.814
1.814
2.200
2.097
1.835
2.012
9.00
8.89
9.54
9.92
9.82
9.76
9.64
9.85
1.292
1.291
1.243
.658
.277
.390
.523
.490
.456
8.63
8.96
9.03
9.03
9.23
9.46
9.38
9.37
9.57
2.254
1.753
1.934
2.158
2.129
1.578
1.210
1.573
1.519
7.00
5.50
8.50
8.50
8.50
8.50
8.17
8.50
10.00
5.196
6.364
3.674
3.674
3.674
3.674
3.545
3.674
.000
9.55
9.67
9.45
9.73
9.85
9.82
9.89
9.00
9.42
.820
.816
.820
.647
.555
.603
.333
2.408
1.730
9.58
9.45
9.21
9.20
9.73
9.69
9.47
9.27
9.60
.900
1.214
2.007
1.699
.594
.855
1.125
1.534
1.121
9.67
9.64
9.76
9.81
9.82
9.88
9.81
9.73
9.88
.617
.633
.562
.544
.529
.485
.544
.594
.485
9.25
9.10
9.00
9.31
9.23
9.91
9.17
9.25
8.69
2.301
2.514
1.871
2.496
2.488
.302
2.588
2.301
3.199
9.50
7.33
8.40
10.00
10.00
10.00
9.75
9.80
10.00
1.000
2.082
2.302
.000
.000
.000
.500
.447
.000
My phone
messages
were
returned
promptly.
The amount
of paperwork
I had to
complete
was
reasonable.
The first
person I
talked with
was able to
answer my
questions.
The
staff
treats
me with
respect.
The staff
keeps my
information
confidential.
8.94
8.73
9.21
9.29
9.46
2.353
2.359
2.012
1.834
9.22
8.56
9.26
1.437
2.202
9.14
My
phone
calls
were
answered
quickly.
SATISFACTION SURVEY FINDINGS
Page 22f
FSC Location
El Nido FSC
1736 Family
Crisis Center
Lucille
Beserra
Roybal FSC
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
NEW Org
Std.
Deviation
Mean
NEW Org CP
Std.
Deviation
Mean
Oakwood
FSC
Pacoima FSC
Toberman
Neighborhood
Center
Tom Bradley
FSC
WLCAC
Youth Policy
Institute
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
My phone
calls were
answered
quickly.
My phone
messages
were
returned
promptly.
The amount of
paperwork I
had to
complete was
reasonable.
The first
person I talked
with was able
to answer my
questions.
The
staff
treats
me with
respect.
The staff
keeps my
information
confidential.
I trust
the
staff.
The amount of
time I spent
waiting for service
today was
reasonable.
It was easy to
find a staff
member who
spoke my
language.
9.31
9.17
9.67
9.70
9.78
9.95
9.88
9.71
10.00
1.673
1.828
.772
.939
.613
.216
.395
.673
.000
9.75
9.50
9.65
9.72
9.94
9.94
9.88
9.89
9.94
.775
.966
.702
.575
.243
.236
.485
.323
.236
8.47
8.82
8.67
8.65
8.78
8.73
8.74
8.78
9.09
3.339
2.963
3.215
3.099
3.089
3.150
3.078
2.679
2.592
8.53
8.54
8.53
8.80
8.73
8.92
8.60
8.67
9.20
2.475
1.561
2.446
2.426
2.576
2.532
2.444
2.526
2.396
8.95
8.72
8.81
8.55
9.00
9.00
9.14
9.00
9.00
2.380
2.296
2.839
3.154
2.702
2.655
2.376
2.507
2.637
8.51
8.48
8.56
8.66
8.50
8.68
8.65
8.68
9.02
2.654
2.746
2.827
2.680
2.953
2.877
2.797
2.654
2.664
7.70
7.77
8.50
8.33
8.59
8.52
8.59
8.12
8.63
2.972
2.671
2.377
2.825
2.804
2.760
2.244
3.039
2.840
7.74
7.57
8.25
8.23
8.92
8.86
8.62
8.22
8.63
2.649
3.160
2.707
2.790
2.515
2.475
2.927
2.736
2.989
9.42
8.45
9.60
9.92
9.92
9.83
9.64
9.77
9.76
1.240
2.911
1.142
.272
.272
.637
.757
.528
.831
9.20
9.08
8.53
8.94
8.89
8.75
8.71
9.26
9.18
2.336
2.575
3.114
2.900
2.826
3.066
3.057
2.156
2.430
9.29
8.86
9.88
9.38
9.88
9.88
9.25
9.71
9.86
1.890
1.864
.354
1.408
.354
.354
1.389
.488
.378
SATISFACTION SURVEY FINDINGS
Page 23f
FSCs had to have facilities that met a variety of standards. We asked four specific questions about the FSC’s facilities
and found high levels of satisfaction with all aspects.
Figure 8. ADULT SURVEY - Satisfaction With FamilySource Center Facilities
.0
1.0
2.0
3.0
The environment of the FamilySource Center is clean and welcoming.
There are signs that say “FamilySource Center” on this building that make it easy to find this FamilySource Center.
It is easy for me to get to this center.
This center has good computers, fax machines and other equipment.
SATISFACTION SURVEY FINDINGS
Page 24f
4.0
5.0
6.0
7.0
8.0
9.0 10.0
TABLE 9. ADULT SURVEY - Satisfaction with FamilySource Center Facilities
The environment is
clean and
welcoming.
There are signs on this
building that make it easy to
find this Center.
It is easy for me to
get to this center.
This center has good
computers, fax machines
and other equipment.
Barrio Action YFC
Mean
9.49
9.34
9.43
9.38
Std. Deviation
1.750
1.759
1.654
1.754
Mean
9.26
9.37
9.45
9.15
Std. Deviation
1.661
1.012
1.050
1.573
Mean
9.71
9.69
9.78
8.79
El Centro De Ayuda
Bradley Milken FSC
Std. Deviation
.659
.549
.424
1.587
Mean
9.23
9.03
9.36
8.71
Std. Deviation
1.784
2.063
1.729
2.052
Children's
Collective
Mean
8.50
7.67
7.83
10.00
Std. Deviation
3.674
3.502
3.488
.000
CMHP
Mean
9.64
9.60
9.50
9.17
Std. Deviation
.924
.699
.850
1.169
Mean
9.67
9.20
9.33
9.27
Std. Deviation
1.047
1.320
1.676
1.486
Mean
9.87
9.36
9.87
9.82
Std. Deviation
.516
1.151
.516
.603
Cypress Park FSC
Mean
9.31
9.31
9.29
9.69
Std. Deviation
2.496
2.496
2.400
.630
El Centro Del
Pueblo
Mean
10.00
10.00
8.00
10.00
Std. Deviation
.000
.000
3.937
.000
CCNP
Community Build
Community Care
SATISFACTION SURVEY FINDINGS
Page 25f
The environment is
clean and
welcoming.
There are signs on this
building that make it easy to
find this Center.
It is easy for me to
get to this center.
This center has good
computers, fax machines
and other equipment.
El Nido FSC
Mean
9.86
9.76
9.93
9.74
Std. Deviation
.521
.734
.261
.828
1736 Family Crisis
Center
Mean
9.88
8.86
9.76
9.83
Std. Deviation
.485
1.703
.752
.389
Lucille Beserra
Roybal FSC
Mean
9.27
9.18
9.14
9.44
Std. Deviation
2.142
2.363
2.642
2.121
NEW Org
Mean
9.13
8.36
8.93
9.62
Std. Deviation
2.386
2.872
2.374
.870
Mean
9.14
8.95
9.53
9.00
Std. Deviation
2.642
2.838
2.065
2.910
Mean
8.43
8.77
8.92
8.77
Std. Deviation
2.996
2.756
2.822
2.717
Mean
8.27
8.38
8.93
8.05
Std. Deviation
2.684
2.367
1.893
2.800
Mean
9.23
8.76
9.12
9.09
Std. Deviation
2.197
2.350
2.197
2.505
NEW Org CP
Oakwood FSC
Pacoima FSC
Toberman
Neighborhood
Center
Tom Bradley FSC
WLCAC
Youth Policy
Institute
Mean
9.88
9.72
9.88
8.95
Std. Deviation
.431
.737
.440
1.658
Mean
9.39
9.44
9.44
9.33
Std. Deviation
2.146
2.121
2.121
2.320
Mean
9.50
9.50
10.00
9.88
Std. Deviation
1.069
1.069
.000
.354
SATISFACTION SURVEY FINDINGS
Page 26f
We asked a series of questions about the effectiveness of programs provided by the FSCs and the impact they had on
clients. Again, clients report uniformly high satisfaction with services and their effectiveness.
Figure 9. ADULT SURVEY - Satisfaction With FamilySource Center Services
.0
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0
This center has effective programs for women.
This center has effective programs for men.
This center has effective programs for youth.
Since I started visiting this Center, I feel more optimistic about the future.
This center has helped me overcome obstacles in my life.
My visits to this center have increased my academic achievement
My visits to this center have increased my economic self‐sufficiency.
All of the services I need have been provided to me by this Center or one of its partners.
The hours that this FamilySource Center is open are convenient for me.
SATISFACTION SURVEY FINDINGS
Page 27f
TABLE 10. ADULT SURVEY - Satisfaction with FamilySource Center Services
Barrio Action
YFC
El Centro De
Ayuda
Bradley
Milken FSC
CCNP
Children's
Collective
CMHP
Community
Build
Community
Care
Cypress Park
FSC
El Centro Del
Pueblo
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
Mean
Std.
Deviation
This center
has
effective
programs
for women.
This
center has
effective
programs
for men.
This
center
has
effective
programs
for youth.
I feel
more
optimistic
about the
future.
This center
has helped
me
overcome
obstacles in
my life.
My visits to
this center
have
increased my
academic
achievement
My visits to this
center have
increased my
economic selfsufficiency.
All of the
services I
need have
been
provided to
me
The hours
that this
Center is
open are
convenient
for me.
9.49
8.98
9.33
9.43
9.30
9.33
8.85
8.97
9.52
1.433
2.302
1.862
1.723
1.457
1.704
2.381
2.196
1.698
9.25
9.38
9.55
9.38
9.00
9.00
9.08
9.50
9.24
1.765
1.408
1.508
1.310
1.461
1.732
1.084
.941
1.985
9.44
9.45
9.61
9.78
9.52
9.57
8.59
9.30
9.85
.922
.999
.783
.518
.790
.590
1.176
.865
.464
9.06
8.70
9.14
9.42
9.13
8.42
7.13
8.90
8.36
2.032
2.628
1.973
1.621
1.204
2.962
3.659
1.972
2.587
10.00
9.67
10.00
8.33
8.20
8.00
8.20
8.20
8.50
.000
.577
.000
3.615
4.025
3.937
4.025
4.025
3.674
9.71
9.75
9.50
9.75
9.43
9.80
9.71
9.25
10.00
.488
.463
.926
.707
1.512
.447
.488
2.121
.000
8.67
8.90
9.25
9.86
9.45
9.60
9.62
9.43
9.33
1.670
1.449
1.545
.363
1.293
.843
.961
1.453
1.447
9.50
9.25
9.67
9.64
9.62
9.40
9.13
9.18
9.92
.756
1.165
.651
.745
.768
.843
1.126
1.401
.277
9.10
9.43
8.80
8.69
8.70
9.86
8.50
9.11
9.21
2.846
.976
2.898
2.626
2.830
.378
3.209
2.667
2.424
10.00
10.00
10.00
9.75
9.75
9.50
10.00
9.75
7.50
.000
.000
.000
.500
.500
.707
.000
.500
4.359
SATISFACTION SURVEY FINDINGS
Page 28f
El Nido FSC
1736 Family
Crisis Center
Lucille
Beserra
Roybal FSC
NEW Org
NEW Org CP
Oakwood
FSC
Pacoima FSC
Toberman
Neighborhood
Center
Tom Bradley
FSC
WLCAC
Youth Policy
Institute
This center
has
effective
programs
for women.
This
center has
effective
programs
for men.
This
center
has
effective
programs
for youth.
I feel
more
optimistic
about the
future.
This center
has helped
me
overcome
obstacles in
my life.
My visits to
this center
have
increased my
academic
achievement
My visits to this
center have
increased my
economic selfsufficiency.
All of the
services I
need have
been
provided to
me
The hours
that this
Center is
open are
convenient
for me.
Mean
9.71
9.64
9.94
9.85
9.79
9.60
9.56
9.56
9.90
Std. Deviation
1.469
1.062
.359
.670
.741
.812
1.645
1.539
.297
Mean
9.62
9.88
9.92
9.59
9.67
9.70
9.62
9.59
9.65
Std. Deviation
.961
.354
.289
.939
.816
.483
.870
.795
.862
Mean
9.50
9.68
9.65
9.39
9.31
9.20
9.07
9.25
9.47
Std. Deviation
1.095
.946
.996
2.118
2.243
2.336
2.401
2.266
2.065
Mean
8.40
9.13
9.00
8.36
9.25
9.13
9.38
8.64
9.07
Std. Deviation
2.797
1.126
1.673
2.706
1.215
1.356
.744
2.560
2.463
Mean
8.94
8.83
8.73
8.83
9.00
8.71
8.40
8.88
8.67
Std. Deviation
2.989
2.725
3.150
2.618
2.449
2.644
2.798
2.522
3.125
Mean
8.29
7.70
8.15
8.44
7.89
7.83
7.92
8.14
8.64
Std. Deviation
3.180
3.429
3.196
3.058
3.332
3.239
3.006
3.194
2.820
Mean
8.29
7.92
8.24
8.23
8.46
7.54
8.36
8.71
8.83
Std. Deviation
2.974
2.985
2.827
2.599
2.265
3.256
2.517
2.386
2.300
Mean
8.72
9.42
9.63
8.95
8.19
8.53
8.14
8.95
9.04
Std. Deviation
2.562
1.121
.955
2.126
2.960
2.118
2.798
2.011
2.181
Mean
9.64
9.62
9.73
9.58
9.73
9.71
9.33
9.65
9.96
Std. Deviation
.633
.768
.594
.929
.631
.644
1.397
.745
.204
Mean
9.00
9.07
9.31
9.24
8.63
8.36
8.47
8.88
9.44
Std. Deviation
2.828
2.463
2.496
2.333
2.729
2.951
3.044
2.500
2.121
Mean
10.00
9.83
10.00
10.00
9.88
9.83
9.86
8.86
10.00
Std. Deviation
.000
.408
.000
.000
.354
.408
.378
1.864
.000
SATISFACTION SURVEY FINDINGS
Page 29f
Finally at the end of the satisfaction questions we asked clients if they would recommend this FSC to someone like them.
The response was overwhelmingly positive with 90% of clients saying they would recommend the center.
Figure 10. ADULT SURVEY – Would you recommend this center to someone like
yourself?
Yes
No
Not Sure
0%
10%
SATISFACTION SURVEY FINDINGS
20%
30%
40%
50%
60%
Page 30f
70%
80%
90%
100%
TABLE 11. ADULT SURVEY – Would you recommend this center to someone like
yourself?
Barrio Action YFC
El Centro De Ayuda
Bradley Milken FSC
CCNP
Children's Collective
CMHP
Community Build
Community Care at Home
Cypress Park FSC
El Centro Del Pueblo
El Nido FSC
1736 Family Crisis Center
Lucille Beserra Roybal
FSC
NEW Org
NEW Org CP
Oakwood FSC
Pacoima FSC
Toberman Neighborhood
Center
Tom Bradley FSC
WLCAC
Youth Policy Institute
SATISFACTION SURVEY FINDINGS
Yes
No
Not Sure
98.7% 94.1% 100.0% 100.0% 100.0% 90.0% 93.3% 100.0% 100.0% 100.0% 100.0% 94.7% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 1.3% 5.9% 0.0% 0.0% 0.0% 10.0% 6.7% 0.0% 0.0% 0.0% 0.0% 5.3% 95.5% 4.5% 0.0% 100.0% 100.0% 100.0% 93.9% 0.0% 0.0% 0.0% 3.0% 0.0% 0.0% 0.0% 3.0% 96.0% 0.0% 4.0% 100.0% 88.9% 100.0% 0.0% 5.6% 0.0% 0.0% 5.6% 0.0% Page 31f
We collected demographic data on the people who responded to the questionnaire to get a better understanding of who
responded. These results provide a window into who has used the FSCs in this early period. We found that about 70% of
the clients were women. The most common age group was 26-40. A high school diploma was the most common level of
education but many clients had less than a high school education including 15% who had primary education or less.
Hispanics were the largest ethnic group by far, accounting for over 70% of respondents.
Figure 11. ADULT SURVEY – Demographics (Gender)
Female
Male
0%
10%
20%
30%
40%
50%
60%
70%
80%
Figure 12. ADULT SURVEY – Demographics
Age
71+
56‐70
41‐55
26‐40
18‐25
0%
SATISFACTION SURVEY FINDINGS
10%
20%
30%
Page 32f
40%
50%
TABLE 12. ADULT SURVEY – Demographics
Gender
Barrio Action YFC
Male
15.6%
Female
84.4%
El Centro De Ayuda
27.8%
72.2%
Bradley Milken FSC
35.7%
64.3%
CCNP
30.8%
69.2%
Children's Collective
0.0%
100.0%
CMHP
40.0%
60.0%
Community Build
33.3%
66.7%
Community Care at Home
6.3%
93.8%
Cypress Park FSC
21.4%
78.6%
El Centro Del Pueblo
20.0%
80.0%
El Nido FSC
9.3%
90.7%
1736 Family Crisis Center
5.3%
94.7%
30.4%
69.6%
Lucille Beserra Roybal
FSC
NEW Org
26.7%
73.3%
NEW Org CP
9.1%
90.9%
Oakwood FSC
7.7%
92.3%
Pacoima FSC
30.3%
69.7%
47.8%
52.2%
Toberman Neighborhood
Center
Tom Bradley FSC
SATISFACTION SURVEY FINDINGS
41.7%
58.3%
WLCAC
52.6%
47.4%
Youth Policy Institute
66.7%
33.3%
Page 33f
TABLE 13. ADULT SURVEY – Demographics
Age
Barrio Action YFC
18-25
6.7%
26-40
50.7%
41-55
22.7%
56-70
17.3%
71+
2.7%
El Centro De Ayuda
30.0%
50.0%
20.0%
0.0%
0.0%
Bradley Milken FSC
14.8%
48.1%
25.9%
11.1%
0.0%
CCNP
14.3%
40.0%
40.0%
5.7%
0.0%
Children's Collective
14.3%
42.9%
42.9%
0.0%
0.0%
CMHP
0.0%
30.0%
40.0%
30.0%
0.0%
Community Build
40.0%
6.7%
20.0%
33.3%
0.0%
11.8%
52.9%
23.5%
11.8%
0.0%
Community Care at
Home
Cypress Park FSC
14.3%
28.6%
35.7%
21.4%
0.0%
El Centro Del Pueblo
40.0%
20.0%
20.0%
20.0%
0.0%
El Nido FSC
15.0%
50.0%
30.0%
5.0%
0.0%
16.7%
22.2%
50.0%
11.1%
0.0%
0.0%
66.7%
28.6%
4.8%
0.0%
1736 Family Crisis
Center
Lucille Beserra Roybal
FSC
NEW Org
0.0%
50.0%
42.9%
7.1%
0.0%
NEW Org CP
0.0%
55.6%
44.4%
0.0%
0.0%
Oakwood FSC
30.6%
63.9%
2.8%
2.8%
0.0%
Pacoima FSC
18.2%
30.3%
42.4%
9.1%
0.0%
34.6%
23.1%
30.8%
11.5%
0.0%
Toberman
Neighborhood Center
Tom Bradley FSC
23.1%
19.2%
15.4%
42.3%
0.0%
WLCAC
11.8%
47.1%
35.3%
5.9%
0.0%
Youth Policy Institute
11.1%
55.6%
33.3%
0.0%
0.0%
SATISFACTION SURVEY FINDINGS
Page 34f
Figure 13. ADULT SURVEY – Demographics
Check all that apply
Enrolled in Education Program
Child in School
One HH Member Looking for Work
Child Who Needs Help in School
Employed Part‐Time
Employed Full Time
0%
SATISFACTION SURVEY FINDINGS
5%
10%
15%
20%
25%
Page 35f
30%
35%
40%
45%
50%
TABLE 14. ADULT SURVEY – Demographics
Check all that apply *See Appendix E for write-in responses
I am enrolled in
an education
program
40.0%
I am employed full‐time I am employed part‐time At least one member of my household is looking for work 3.8%
3.1%
18.5%
26.9%
7.7%
El Centro De Ayuda
18.2%
15.2%
24.2%
6.1%
24.2%
12.1%
Bradley Milken FSC
46.3%
4.9%
4.9%
14.6%
17.1%
12.2%
CCNP
24.1%
5.2%
12.1%
12.1%
29.3%
17.2%
Children's Collective
CMHP
33.3%
33.3%
0.0%
11.1%
11.1%
11.1%
21.4%
7.1%
0.0%
21.4%
28.6%
21.4%
Community Build
42.1%
5.3%
5.3%
26.3%
10.5%
10.5%
Community Care at Home
40.7%
0.0%
11.1%
7.4%
29.6%
11.1%
Cypress Park FSC
42.9%
0.0%
7.1%
21.4%
14.3%
14.3%
El Centro Del Pueblo
0.0%
11.1%
22.2%
22.2%
22.2%
22.2%
El Nido FSC
35.5%
1.6%
12.9%
16.1%
25.8%
8.1%
1736 Family Crisis Center
24.1%
0.0%
0.0%
24.1%
34.5%
17.2%
Lucille Beserra Roybal FSC
50.0%
0.0%
4.2%
20.8%
25.0%
0.0%
NEW Org
19.4%
0.0%
12.9%
16.1%
25.8%
25.8%
NEW Org CP
33.3%
0.0%
4.8%
21.4%
26.2%
14.3%
Oakwood FSC
56.9%
3.9%
3.9%
2.0%
27.5%
5.9%
Pacoima FSC
7.5%
12.5%
15.0%
25.0%
35.0%
5.0%
Toberman Neighborhood Center
19.4%
19.4%
16.1%
32.3%
12.9%
0.0%
Tom Bradley FSC
48.8%
12.2%
7.3%
12.2%
14.6%
4.9%
WLCAC
17.6%
14.7%
8.8%
17.6%
26.5%
14.7%
Youth Policy Institute
25.0%
0.0%
6.3%
25.0%
25.0%
18.8%
Barrio Action YFC
SATISFACTION SURVEY FINDINGS
Page 36f
I have a child I have a child in who needs help school in school Figure 14. ADULT SURVEY – Demographics
Highest Level of Education Completed
Bach Degree or More
AA Degree
Some College
High School Diploma or GED
Some High School
8th Grade
Primary or less
0%
SATISFACTION SURVEY FINDINGS
5%
10%
15%
Page 37f
20%
25%
TABLE 15. ADULT SURVEY – Demographics
Highest Level of Education Completed
8th Grade
10.7%
Some High
School
18.7%
High School
Diploma or
GED
24.0%
Some
College
17.3%
AA Degree
2.7%
Bachelor's
Degree or
More
5.3%
5.3%
5.3%
10.5%
21.1%
31.6%
10.5%
15.8%
37.0%
7.4%
3.7%
29.6%
3.7%
3.7%
14.8%
28.6%
8.6%
14.3%
37.1%
2.9%
2.9%
5.7%
0.0%
0.0%
16.7%
16.7%
50.0%
16.7%
0.0%
11.1%
0.0%
0.0%
Primary or
less
21.3%
El Centro De Ayuda
Bradley Milken FSC
CCNP
Children's Collective
CMHP
Barrio Action YFC
0.0%
11.1%
44.4%
33.3%
Community Build
0.0%
0.0%
40.0%
20.0%
6.7%
20.0%
13.3%
Community Care at Home
35.3%
5.9%
11.8%
23.5%
11.8%
0.0%
11.8%
Cypress Park FSC
27.3%
0.0%
9.1%
27.3%
36.4%
0.0%
0.0%
El Centro Del Pueblo
20.0%
0.0%
20.0%
0.0%
60.0%
0.0%
0.0%
El Nido FSC
23.1%
10.3%
17.9%
33.3%
7.7%
5.1%
2.6%
1736 Family Crisis Center
11.8%
11.8%
17.6%
29.4%
23.5%
0.0%
5.9%
35.0%
5.0%
5.0%
20.0%
15.0%
10.0%
10.0%
Lucille Beserra Roybal
FSC
NEW Org
0.0%
0.0%
15.4%
53.8%
23.1%
7.7%
0.0%
NEW Org CP
5.6%
16.7%
38.9%
16.7%
16.7%
5.6%
0.0%
Oakwood FSC
18.8%
18.8%
12.5%
31.3%
18.8%
0.0%
0.0%
Pacoima FSC
16.7%
13.3%
3.3%
26.7%
26.7%
6.7%
6.7%
Toberman Neighborhood
Center
Tom Bradley FSC
0.0%
0.0%
50.0%
3.8%
19.2%
11.5%
15.4%
32.0%
0.0%
8.0%
40.0%
12.0%
0.0%
8.0%
WLCAC
5.6%
0.0%
22.2%
27.8%
22.2%
11.1%
11.1%
Youth Policy Institute
0.0%
0.0%
22.2%
33.3%
33.3%
0.0%
11.1%
SATISFACTION SURVEY FINDINGS
Page 38f
Figure 15. ADULT SURVEY – Demographics
Which best describes you?
Hispanic
Black
White
Other
Bi‐Racial/Multi‐Racial
Asian/Pacific Islander
0%
SATISFACTION SURVEY FINDINGS
10%
20%
30%
40%
50%
Page 39f
60%
70%
80%
TABLE 16. ADULT SURVEY – Demographics
Which best describes you?
Barrio Action YFC
Black
1.3%
White
1.3%
Hispanic
92.3%
Asian/Pacific
Islander
0.0%
Bi-Racial/MultiRacial
0.0%
Other
5.1%
El Centro De Ayuda
0.0%
0.0%
90.0%
0.0%
0.0%
10.0%
Bradley Milken FSC
11.1%
3.7%
77.8%
0.0%
3.7%
3.7%
CCNP
2.6%
2.6%
94.7%
0.0%
0.0%
0.0%
Children's Collective
42.9%
0.0%
57.1%
0.0%
0.0%
0.0%
CMHP
77.8%
0.0%
22.2%
0.0%
0.0%
0.0%
Community Build
78.6%
0.0%
14.3%
0.0%
0.0%
7.1%
Community Care at Home
0.0%
5.9%
94.1%
0.0%
0.0%
0.0%
Cypress Park FSC
0.0%
0.0%
92.3%
0.0%
0.0%
7.7%
El Centro Del Pueblo
0.0%
0.0%
80.0%
0.0%
0.0%
20.0%
El Nido FSC
0.0%
2.4%
97.6%
0.0%
0.0%
0.0%
1736 Family Crisis Center
17.6%
0.0%
70.6%
5.9%
5.9%
0.0%
Lucille Beserra Roybal FSC
4.5%
0.0%
95.5%
0.0%
0.0%
0.0%
NEW Org
14.3%
0.0%
78.6%
7.1%
0.0%
0.0%
NEW Org CP
0.0%
0.0%
0.0%
0.0%
0.0%
100.0%
Oakwood FSC
0.0%
11.1%
86.1%
2.8%
0.0%
0.0%
Pacoima FSC
12.5%
9.4%
75.0%
0.0%
3.1%
0.0%
17.4%
8.7%
65.2%
0.0%
4.3%
4.3%
Toberman Neighborhood
Center
Tom Bradley FSC
3.7%
18.5%
74.1%
0.0%
0.0%
3.7%
WLCAC
64.7%
5.9%
23.5%
0.0%
0.0%
5.9%
Youth Policy Institute
25.0%
25.0%
37.5%
0.0%
0.0%
12.5%
*See Appendix F for written comments
SATISFACTION SURVEY FINDINGS
Page 40f
Youth Survey Data
As we did with adults, we began by analyzing the response to individual questions to identify items that clients skipped or
declined to answer. Next, we looked at the correlation between each individual question and the clients’ overall
satisfaction. The results of the analysis are below. Table 17 shows the youth responded at a substantially higher rate
than adults. In addition, in the youth population only 1% of the respondents chose to complete the Spanish version of the
questionnaire.
It is important to note the sample size of youth was limited. In some sites we had no youth respondents, and in others we
had only a handful. So our ability to generalize the results to individual centers, or even the youth program overall, is
limited. But we thought it was important to provide these pilot results to the system to support program improvement.
SATISFACTION SURVEY FINDINGS
Page 41f
Table 17. Data Analysis – Not Applicable, No Response, and Correlation with overall Satisfaction
% NA
% No
Response
My phone calls were answered quickly.
37.3%
0.0%
Corr.
w/Overall
Sat.
.524
My phone messages were returned promptly.
46.6%
0.0%
.450
The amount of paperwork I had to complete was reasonable.
27.3%
0.0%
.412
The first person I talked with at this center was able to answer my questions.
18.2%
0.0%
.484
The staff treats me with respect.
7.3%
0.0%
.209
The staff keeps my information confidential.
18.2%
0.0%
.406
I trust the staff.
9.1%
0.0%
.359
The amount of time I spent waiting for service today was reasonable.
24.5%
0.0%
.516
It was easy to find a staff member who spoke my language.
12.7%
0.0%
.285
The environment of the FamilySource Center is clean and welcoming.
2.7%
0.0%
.323
There are signs that say “FamilySource Center” on this building that make it easy to find this FSC.
7.3%
0.0%
.168
It is easy for me to get to this center.
1.8%
0.0%
.296
This center has good computers, fax machines and other equipment.
13.6%
0.0%
.432
This center has effective programs for youth.
9.1%
0.0%
.462
This center has helped my parents or guardians become better people.
23.5%
0.0%
.609
Since I have started visiting this FamilySource Center, I feel more optimistic about the future.
15.5%
0.0%
.534
This center has helped me overcome obstacles in my life.
18.2%
0.0%
.749
My visits to this center have increased my academic achievement
13.6%
0.0%
.635
All of the services I need have been provided to me by this FamilySource Center or one of its partners.
18.2%
0.0%
.616
The hours that this FamilySource Center is open are convenient for me.
8.2%
0.0%
.540
Overall, how satisfied are you with the services you received at this FamilySource Center?
7.3%
1
To what extent have services at this FamilySource Center met your expectations?
0.9%
.675
How well do you think the services you received compare with that ideal set of services?
0.9%
.591
My visit today to this FamilySource Center today was valuable.
Yes
82.7
%
Would you recommend this center to someone like yourself?
SATISFACTION SURVEY FINDINGS
Page 42f
7.3%
.667
No
Not Sure
Missing 2.7%
7.3%
7.3%
FIGURE 16. Surveys Completed by Language
Youth Surveys Completed by Language
English
Spanish
1%
99%
SATISFACTION SURVEY FINDINGS
Page 43f
Youth Survey Results
We wanted to understand how youth had learned about the FSC. As the graph below indicates, over a third of the youth
learned about the center from a friend, and an additional 22%learned about it from their parent or guardian. Schools were
the third most common source at slightly more than 20%.
FIGURE 17. YOUTH SURVEY - How did you first learn about this FamilySource
Center?
(Overall Top Five Responses)
Friend
Parent or Guardian
College or School
Teacher
Probation Officer
0.0%
SATISFACTION SURVEY FINDINGS
5.0%
10.0%
15.0%
20.0%
25.0%
Page 44f
30.0%
35.0%
40.0%
TABLE 18. YOUTH SURVEY – How did you learn about this FamilySource Center?
Teacher
1
Social
Worker
0
LAPD
Officer
0
Probation
Officer
1
Saw Building
or Sign (Walkin)
1
Friend
6
Parent
or
Guardian
1
College
or
School
4
1
3
1
2
6
2
5
4
1
0
0
9
0
0
1
1
9
1
10
0
0
0
0
0
0
0
3
1
0
0
0
0
0
0
1
0
0
0
0
2
4
2
0
0
0
0
3
0
1
Cypress Park FSC
2
1
1
1
1
1
1
7
4
1
El Centro Del Pueblo
0
El Nido FSC
0
1
0
2
4
0
2
3
1
0
0
0
0
0
0
0
1
0
0
0
0
1
0
0
0
0
1
0
3
0
1
0
0
1
0
0
0
4
1
Pacoima FSC
0
0
0
0
0
0
0
0
2
0
Toberman
Neighborhood Center
1
1
0
0
0
0
0
2
1
0
Met Staff
Member at Event
0
Saw a
Flyer
0
El Centro De Ayuda
0
Bradley Milken FSC
CCNP
Community Build
Community Care
Barrio Action YFC
Lucille Beserra
Roybal FSC
NEW Org
*Any FSCs not listed did not have any youth respondents
**See Appendix H for written responses
SATISFACTION SURVEY FINDINGS
Page 45f
Reason For Coming to FSC
Youth principally came to the FSCs for academic programs, which fits with FSCs strategic program goals for youth. 30%
of youth came to attend classes or workshops, an additional 28% came for help to do better in school, 25 % to get
tutoring, and about 22 % for recreation.
Figure 18. YOUTH SURVEY - Why do you come to this center?
(Overall Top Five Responses)
Academic Classes/Workshop
Do Better in School
Tutoring
Recreation
Access a Computer
0%
SATISFACTION SURVEY FINDINGS
5%
10%
15%
20%
Page 46f
25%
30%
35%
Table 19. YOUTH SURVEY - Why do you come to this center?
Barrio Action YFC
Academic
Classes /
Workshop
0
Recreation
4
Cultural
Activities
1
Financial
Literacy
0
Child
Care
0
Attend
a Class or
Workshop
2
Access
a
Computer
0
Tutoring
1
To
Get
Bus
Tokens
0
Mentoring
2
El Centro De
Ayuda
Bradley Milken
FSC
4
6
1
1
1
3
9
10
3
7
11
2
0
0
1
3
1
0
3
0
CCNP
3
5
1
0
0
3
3
2
1
0
1
1
0
1
0
1
2
3
1
1
1
1
1
0
0
0
0
3
0
2
1
0
0
0
0
0
0
0
2
1
1
1
0
0
0
0
2
0
0
1
1
0
0
0
0
0
0
0
1
0
6
0
0
0
0
5
1
4
0
1
Community Build
Community Care
Cypress Park
FSC
El Centro Del
Pueblo
El Nido FSC
Lucille Beserra
Roybal FSC
NEW Org
3
3
1
1
2
1
1
5
1
2
Pacoima FSC
0
0
0
0
0
0
0
0
0
0
Toberman
Neighborhood
Center
1
1
0
0
0
0
0
0
0
0
SATISFACTION SURVEY FINDINGS
Page 47f
TABLE 19 CONT. YOUTH SURVEY - Why do you come to this center?
Barrio Action YFC
El Centro De
Ayuda
Bradley Milken
FSC
CCNP
Community Build
Community Care
Cypress Park FSC
El Centro Del
Pueblo
El Nido FSC
Lucille Beserra
Roybal FSC
NEW Org
Legal
Assistance
0
Do
Better in
School
1
Get
Information
0
Help
Finding
a Job
1
To
get
food
0
College
Access
Activities
0
2
10
4
3
0
2
0
5
0
3
0
2
0
3
4
0
0
0
0
2
2
2
0
1
1
1
0
0
1
1
1
2
1
4
0
0
1
5
1
0
0
0
0
0
0
0
0
0
0
1
0
0
0
2
0
2
1
1
0
0
Pacoima FSC
0
0
2
0
0
0
Toberman
Neighborhood
Center
0
0
0
3
0
0
SATISFACTION SURVEY FINDINGS
Page 48f
Frequency of Visits to FSC
Most clients come to the center regularly. Nearly 35%of our respondents said they had come to the FSC 10 times or
more in the last month, while only 7%said they had been there 2 times in the last month. An additional 11% had been
there 5 - 10 times. About 13%of respondents were at the FSC for the first time on the day we surveyed them.
FIGURE 19. YOUTH SURVEY - How often have you come to this FamilySource Center
in the past month?
(Overall)
Ten or more times
Five to Ten times
Four times
Three times
Two times
One time
0.0%
SATISFACTION SURVEY FINDINGS
5.0%
10.0%
15.0%
20.0%
25.0%
Page 49f
30.0%
35.0%
40.0%
Table 20. YOUTH SURVEY - How often have you come to this FamilySource Center
in the past month?
One time
0
Two
times
1
Three
times
4
Four
times
1
Five to
Ten times
0
Ten or
more times
2
El Centro De Ayuda
2
1
3
4
1
12
Bradley Milken FSC
1
2
2
4
4
11
CCNP
0
0
0
0
0
5
Community Build
2
0
1
0
0
2
Community Care
2
0
0
0
1
1
Cypress Park FSC
1
1
3
1
0
2
El Centro Del Pueblo
0
2
2
3
0
0
El Nido FSC
0
0
0
0
1
0
2
1
1
0
1
2
Barrio Action YFC
Lucille Beserra Roybal
FSC
NEW Org
0
0
2
0
4
1
Pacoima FSC
2
0
0
0
0
0
Toberman
Neighborhood Center
2
0
1
1
1
0
SATISFACTION SURVEY FINDINGS
Page 50f
Enrolled in Class at FSC
Almost 45% of respondents said they were currently enrolled in a class at their FSC, suggesting that it is this part of the
program that is driving attendance at the FSCs.
FIGURE 20. YOUTH SURVEY - Are you enrolled in a class or program at this
FamilySource Center?
(Overall)
Yes
No
Don't Know
0.0%
5.0%
SATISFACTION SURVEY FINDINGS
10.0%
15.0%
20.0%
25.0%
30.0%
Page 51f
35.0%
40.0%
45.0%
50.0%
TABLE 21. YOUTH SURVEY - Are you enrolled in a class or program at this
FamilySource Center?
Barrio Action YFC
No
4
Don't
Know
0
El Centro De Ayuda
17
2
4
Bradley Milken FSC
3
18
2
CCNP
5
0
0
Community Build
3
1
1
Community Care
1
1
2
Cypress Park FSC
3
4
1
El Centro Del Pueblo
2
4
0
El Nido FSC
1
0
0
6
1
0
Lucille Beserra Roybal
FSC
NEW Org
SATISFACTION SURVEY FINDINGS
Yes
4
4
3
0
Pacoima FSC
0
0
2
Toberman
Neighborhood Center
0
5
0
Page 52f
Overall Satisfaction
Overall satisfaction with the FSN program was high, although not quite as high as the adult respondents. Overall
satisfaction for the entire survey group was about 8.8 on a 10 point scale. On the related questions, satisfaction
responses were almost as high. Asked if their “visit today was valuable”, respondents gave an overall rating of 8.8
indicating high satisfaction again. Finally, over 80% of the youth said they would recommend their center to someone like
them.
Figure 21. YOUTH SURVEY – Overall Satisfaction With FamilySource Center
.0
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0
Overall, how satisfied are you with the services you received at this FamilySource Center?
To what extent have services at this FamilySource Center met your expectations?
Now think about the ideal FamilySource Center for individuals like yourself. How well do you think the services you received compare with that ideal set of services?
My visit today to this FamilySource Center today was valuable.
SATISFACTION SURVEY FINDINGS
Page 53f
TABLE 22. YOUTH SURVEY – Overall Satisfaction with FamilySource Center
Overall, how satisfied are
you with the services you
received at this
FamilySource Center?
Have services at this
FamilySource Center met
your expectations?
How well do you think the
services you received
compare with that ideal
set of services?
My visit today to this
FamilySource Center
today was valuable.
8.8
8.4
8.5
8.7
Overall
Mean
Barrio Action YFC
Mean
8.78
8.22
8.11
8.44
Std. Deviation
1.787
2.539
2.977
2.920
Mean
9.65
8.68
8.90
9.13
Std. Deviation
.832
2.147
1.261
1.290
El Centro De Ayuda
Bradley Milken FSC
CCNP
Community Build
Community Care
Cypress Park FSC
El Centro Del Pueblo
El Nido FSC
Mean
7.83
7.91
8.00
7.91
Std. Deviation
2.329
2.295
1.834
2.353
Mean
8.60
8.00
8.00
8.20
Std. Deviation
.894
.707
1.000
1.789
Mean
9.75
9.00
9.67
9.25
Std. Deviation
.500
1.414
.577
1.500
Mean
9.75
9.25
7.33
10.00
Std. Deviation
.500
.957
3.055
.000
Mean
8.75
8.13
9.00
9.88
Std. Deviation
1.488
2.588
1.069
.354
Mean
9.00
8.40
8.80
9.00
Std. Deviation
1.549
2.074
1.643
2.449
Mean
10.00
9.00
10.00
8.00
.
.
.
.
Std. Deviation
Lucille Beserra Roybal
FSC
Mean
9.33
8.67
9.33
9.17
Std. Deviation
1.033
1.506
1.633
2.041
NEW Org
Mean
8.71
9.57
7.20
7.71
Std. Deviation
1.704
.535
3.701
3.592
Mean
5.00
7.00
10.00
9.00
Std. Deviation
.000
.000
.000
.000
Pacoima FSC
Toberman Neighborhood
Center
Mean
7.75
7.67
8.67
7.75
Std. Deviation
1.500
1.528
1.155
2.630
SATISFACTION SURVEY FINDINGS
Page 54f
Satisfaction with Staff
In service organizations like the FSCs, the performance of staff drives the performance of the organization. Our
questionnaire asked a series of questions about the satisfaction with specific aspects of staff service. As figure 22 below
shows, clients were highly satisfied with the performance of staff across the system.
Figure 22. YOUTH SURVEY - Satisfaction With FamilySource Center Staff
.0
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0
My phone calls were answered quickly.
My phone messages were returned promptly.
The amount of paperwork I had to complete was reasonable.
The first person I talked with at this center was able to answer my questions.
The staff treats me with respect.
The staff keeps my information confidential.
I trust the staff.
The amount of time I spent waiting for service today was reasonable.
It was easy to find a staff member who spoke my language.
SATISFACTION SURVEY FINDINGS
Page 55f
TABLE 23. YOUTH SURVEY - Satisfaction with FamilySource Center Staff
Barrio Action YFC
El Centro De
Ayuda
Bradley Milken
FSC
CCNP
Community Build
Community Care
Cypress Park FSC
El Centro Del
Pueblo
El Nido FSC
Lucille Beserra
Roybal FSC
NEW Org
Pacoima FSC
Toberman
Neighborhood
Center
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
Mean
Std. Deviation
My phone
calls were
answered
quickly.
9.00
1.512
9.71
.611
5.64
3.104
8.25
1.258
10.00
.
My phone
messages
were
returned
promptly.
9.00
2.236
9.25
1.055
6.07
3.058
7.00
.
10.00
.
8.80
1.789
8.83
1.169
10.00
.
10.00
.
9.50
.707
6.00
.000
3.67
9.60
.894
10.00
.000
9.00
.
8.00
.
8.50
.707
4.00
.000
3.67
The amount
of
paperwork I
had to
complete
was
reasonable.
9.57
.787
9.07
1.438
6.28
2.947
7.50
1.000
10.00
.
8.00
1.414
9.60
.894
8.40
3.050
9.00
.
8.75
1.500
9.50
.707
9.00
.000
9.67
1.155
2.309
.577
SATISFACTION SURVEY FINDINGS
The first
person I
talked with
at this
center was
able to
answer my
questions.
8.67
2.693
9.47
1.172
6.00
3.317
8.20
1.304
8.00
2.828
10.00
.
9.17
2.041
9.33
1.033
10.00
.
8.67
2.160
10.00
.000
8.00
.000
9.75
The staff
treats me
with respect.
9.33
1.323
9.83
.514
7.86
3.291
8.40
1.140
9.33
1.155
10.00
.000
9.50
.756
9.71
.756
10.00
.
9.60
.894
9.86
.378
10.00
.000
9.75
The staff
keeps my
information
confidential.
8.75
3.151
9.47
.905
7.50
3.053
8.40
1.817
9.00
1.732
10.00
.000
9.20
1.789
10.00
.000
10.00
.
9.67
.577
10.00
.000
5.00
.000
9.67
.500
.500
.577
Page 56f
I trust the
staff.
9.75
.463
9.58
.902
7.00
3.613
9.20
.837
9.33
1.155
10.00
.000
8.50
2.619
8.29
2.628
10.00
.
8.75
2.500
9.57
1.134
10.00
.000
7.50
The amount
of time I
spent
waiting for
service
today was
reasonable.
9.13
2.100
9.33
1.283
6.24
3.173
8.75
.500
9.33
1.155
10.00
.
9.17
2.041
9.50
.837
9.00
.
10.00
.000
10.00
.000
5.00
.000
6.00
It was easy
to find a
staff
member
who spoke
my
language.
10.00
.000
10.00
.000
7.95
3.122
9.60
.894
10.00
.000
10.00
.000
9.67
.816
9.71
.756
10.00
.
10.00
.000
10.00
.000
10.00
.000
9.00
2.887
3.651
2.000
Satisfaction with Facilities
Youth gave FSCs facilities high marks, with scores close to 9.0 for the overall environment in the facility, accessibility of
the centers, and quality of computers and other equipment.
Figure 23. YOUTH SURVEY - Satisfaction With FamilySource Center Facilities
.0
1.0 2.0
3.0 4.0 5.0
The environment of the FamilySource Center is clean and welcoming.
There are signs that say “FamilySource Center” on this building that make it easy to find this FamilySource Center.
It is easy for me to get to this center.
This center has good computers, fax machines and other equipment.
SATISFACTION SURVEY FINDINGS
Page 57f
6.0 7.0
8.0 9.0 10.0
TABLE 24. YOUTH SURVEY - Satisfaction with FamilySource Center Facilities
The environment of the
FamilySource Center is
clean and welcoming.
Barrio Action YFC
El Centro De
Ayuda
Bradley Milken
FSC
CCNP
Community Build
Community Care
Cypress Park FSC
El Centro Del
Pueblo
El Nido FSC
NEW Org
Pacoima FSC
Toberman
Neighborhood
Center
It is easy for
me to get to
this center.
This center has good
computers, fax machines
and other equipment.
Mean
8.67
8.11
9.44
9.00
Std. Deviation
2.291
3.140
1.333
1.936
Mean
9.77
9.00
9.77
9.58
Std. Deviation
.685
2.276
.612
.902
Mean
7.77
7.85
7.45
8.00
Std. Deviation
3.236
2.739
3.576
2.714
Mean
8.60
7.00
8.00
8.80
Std. Deviation
1.673
2.000
1.581
.837
Mean
10.00
10.00
10.00
10.00
Std. Deviation
.000
.000
.000
.000
Mean
10.00
10.00
10.00
10.00
Std. Deviation
.000
.000
.000
.000
Mean
10.00
10.00
8.88
9.29
Std. Deviation
.000
.000
3.182
.951
Mean
9.17
8.83
9.17
10.00
Std. Deviation
2.041
2.858
2.041
.000
Mean
9.00
8.00
8.00
.
.
.
Mean
9.80
9.75
9.80
9.75
Std. Deviation
.447
.500
.447
.500
Mean
9.00
9.33
9.71
8.17
Std. Deviation
2.236
1.211
.488
2.317
Mean
10.00
10.00
8.00
10.00
Std. Deviation
.000
.000
.000
.000
Mean
9.00
9.75
8.50
9.00
Std. Deviation
.816
.500
2.380
1.414
Std. Deviation
Lucille Beserra
Roybal FSC
There are signs on this
building that make it easy to
find this FamilySource
Center.
SATISFACTION SURVEY FINDINGS
Page 58f
Satisfaction with Services
Again, youth report uniformly high satisfaction with all aspects of FSC services. No aspect of service really stands out
generating significantly more or less satisfaction.
Figure 24. YOUTH SURVEY - Satisfaction With FamilySource Center Services
.0
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0
This center has effective programs for youth.
This center has helped my parents or guardians become better people.
I feel more optimistic about the future.
This center has helped me overcome obstacles in my life.
My visits to this center have increased my academic achievement
All of the services I need have been provided to me by this FSC or one of its partners.
The hours that this FamilySource Center is open are convenient for me.
SATISFACTION SURVEY FINDINGS
Page 59f
TABLE 25. YOUTH SURVEY - Satisfaction with FamilySource Center Services
This center
has effective
programs for
youth.
9.00
This center has
helped my parents
or guardians
become better
people.
7.40
I feel more
optimistic
about the
future.
8.50
This center has
helped me
overcome
obstacles in my
life.
8.50
My visits to this
center have
increased my
academic
achievement
7.38
All of the
services I
need have
been provided
to me
8.11
The hours that this
FamilySource
Center is open are
convenient for me.
8.78
1.581
2.793
2.138
2.330
3.378
2.977
2.108
Barrio Action
YFC
Mean
El Centro De
Ayuda
Mean
9.36
9.61
9.10
9.56
9.37
9.78
9.59
Std. Deviation
1.989
1.037
1.373
1.042
.761
.548
.959
Bradley Milken
FSC
Mean
7.81
8.00
8.12
7.17
7.60
7.75
8.05
Std. Deviation
3.281
2.309
2.667
2.956
2.479
2.380
2.572
CCNP
Mean
9.00
8.60
8.40
8.40
7.60
8.00
8.40
Std. Deviation
1.732
1.140
2.074
1.517
1.342
1.414
1.140
Community
Build
Mean
10.00
10.00
10.00
10.00
10.00
10.00
9.67
Std. Deviation
.000
.000
.000
.
.
.000
.577
Community
Care
Mean
10.00
10.00
10.00
10.00
10.00
10.00
10.00
Std. Deviation
.000
.000
.000
.000
.000
.000
.000
Cypress Park
FSC
Mean
9.43
9.14
10.00
8.71
8.75
9.33
8.29
Std. Deviation
1.134
1.864
.000
1.976
1.753
1.211
2.928
El Centro Del
Pueblo
Mean
9.20
9.33
9.17
8.80
8.80
9.40
8.17
Std. Deviation
1.789
1.633
1.602
2.168
2.168
1.342
2.401
El Nido FSC
Mean
10.00
10.00
10.00
9.00
8.00
9.00
10.00
.
.
.
.
.
.
.
Std. Deviation
Std. Deviation
Lucille Beserra
Roybal FSC
Mean
10.00
10.00
10.00
8.50
10.00
9.33
10.00
Std. Deviation
.000
.000
.000
2.121
.000
.577
.000
NEW Org
Mean
8.86
8.00
8.00
8.17
8.14
9.17
9.50
Std. Deviation
2.193
2.000
3.317
1.835
1.464
1.169
1.225
Mean
5.00
7.00
10.00
5.00
8.00
10.00
3.00
Std. Deviation
.000
.000
.000
.000
.000
.000
.000
Mean
10.00
9.00
9.00
9.00
9.00
7.67
9.67
Std. Deviation
.000
1.414
1.414
1.414
1.414
1.528
.577
Pacoima FSC
Toberman
Neighborhood
Center
SATISFACTION SURVEY FINDINGS
Page 60f
Finally, at the end of the satisfaction questions we asked clients if they would recommend this FSC to someone like them.
The response was overwhelmingly positive with over 80% of clients saying they would recommend the center.
Figure 25. YOUTH SURVEY – Would you recommend this center to someone like
yourself?
Yes
No
Not Sure
0.0%
10.0%
SATISFACTION SURVEY FINDINGS
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
Page 61f
80.0%
90.0%
100.0%
TABLE 26. YOUTH SURVEY – Would you recommend this center to someone like
yourself?
Barrio Action YFC
Yes
100.0%
No
0.0%
Not Sure
0.0%
El Centro De Ayuda
82.6%
0.0%
17.4%
Bradley Milken FSC
86.4%
13.6%
0.0%
CCNP
100.0%
0.0%
0.0%
Community Build
75.0%
0.0%
25.0%
Community Care
100.0%
0.0%
0.0%
Cypress Park FSC
87.5%
0.0%
12.5%
El Centro Del Pueblo
100.0%
0.0%
0.0%
El Nido FSC
100.0%
0.0%
0.0%
100.0%
0.0%
0.0%
Lucille Beserra Roybal
FSC
NEW Org
SATISFACTION SURVEY FINDINGS
85.7%
0.0%
14.3%
Pacoima FSC
100.0%
0.0%
0.0%
Toberman Neighborhood
Center
100.0%
0.0%
0.0%
Page 62f
Youth Demographics
The majority of youth respondents, about 57%, were female. Almost 60% were between 15 and 17. Surprisingly only
60% said they attended public school. We are not sure if this means many youth are attending private schools, charter
schools, are home schooled, or out of school. 70% of the youth surveyed were Hispanic, and about 15% AfricanAmerican.
Figure 26. YOUTH SURVEY – Demographics (Gender)
Female
Male
.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
Figure 27. YOUTH SURVEY – Demographics (Age)
15‐17 Years
10‐14 Years
Under 10 Years
0.0%
SATISFACTION SURVEY FINDINGS
10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0%
Page 63f
TABLE 27. YOUTH SURVEY – Demographics
Gender
Barrio Action YFC
Male
50.0%
Female
50.0%
El Centro De Ayuda
33.3%
66.7%
37.5%
62.5%
60.0%
40.0%
40.0%
60.0%
100.0%
0.0%
Cypress Park FSC
42.9%
57.1%
El Centro Del Pueblo
40.0%
60.0%
El Nido FSC
0.0%
100.0%
0.0%
100.0%
Bradley Milken FSC
CCNP
Community Build
Community Care
SATISFACTION SURVEY FINDINGS
Lucille Beserra Roybal
FSC
NEW Org
42.9%
57.1%
Pacoima FSC
0.0%
100.0%
Toberman Neighborhood
Center
20.0%
80.0%
Page 64f
TABLE 28. YOUTH SURVEY – Demographics
Age
Under 10
Years
0.0%
10-14
Years
60.0%
15-17
Years
40.0%
27.3%
22.7%
50.0%
0.0%
0.0%
100.0%
0.0%
0.0%
100.0%
0.0%
40.0%
60.0%
0.0%
66.7%
33.3%
Cypress Park FSC
0.0%
60.0%
40.0%
El Centro Del Pueblo
0.0%
16.7%
83.3%
El Nido FSC
0.0%
100.0%
0.0%
0.0%
0.0%
100.0%
0.0%
71.4%
28.6%
Pacoima FSC
0.0%
100.0%
0.0%
Toberman Neighborhood
Center
0.0%
25.0%
75.0%
Barrio Action YFC
El Centro De Ayuda
Bradley Milken FSC
CCNP
Community Build
Community Care
Lucille Beserra Roybal
FSC
NEW Org
SATISFACTION SURVEY FINDINGS
Page 65f
Figure 28. YOUTH SURVEY – Demographics
Check all that apply
I attend public schools
Enrolled in Education Program
0.0%
SATISFACTION SURVEY FINDINGS
10.0%
20.0%
30.0%
40.0%
Page 66f
50.0%
60.0%
70.0%
TABLE 29. YOUTH SURVEY – Demographics
Check all that apply
Enrolled in
Education
Program
33.3%
I attend public
schools
66.7%
El Centro De Ayuda
39.3%
60.7%
Bradley Milken FSC
51.9%
48.1%
CCNP
62.5%
37.5%
Community Build
33.3%
66.7%
Community Care
0.0%
100.0%
Cypress Park FSC
50.0%
50.0%
El Centro Del Pueblo
14.3%
85.7%
El Nido FSC
50.0%
50.0%
44.4%
55.6%
Barrio Action YFC
Lucille Beserra Roybal
FSC
NEW Org
40.0%
60.0%
Pacoima FSC
100.0%
0.0%
Toberman Neighborhood
Center
50.0%
50.0%
SATISFACTION SURVEY FINDINGS
Page 67f
Figure 29. YOUTH SURVEY – Demographics
Which best describes you?
Hispanic
Black
Other
Bi‐racial/Multiracial
White
0.0%
SATISFACTION SURVEY FINDINGS
10.0%
20.0%
30.0%
40.0%
50.0%
Page 68f
60.0%
70.0%
80.0%
TABLE 30. YOUTH SURVEY – Demographics
Which best describes you?
Black
0
White
0
Hispanic
10
Bi-racial /
Multiracial
0
Other
0
0
0
19
0
3
8
1
14
1
0
0
0
5
0
0
3
0
2
0
0
0
0
3
0
0
Cypress Park FSC
2
0
4
0
0
El Centro Del Pueblo
0
0
6
0
0
El Nido FSC
0
0
1
0
0
0
0
6
0
0
Barrio Action YFC
El Centro De Ayuda
Bradley Milken FSC
CCNP
Community Build
Community Care
Lucille Beserra Roybal
FSC
NEW Org
1
0
6
0
0
Pacoima FSC
0
0
0
0
2
Toberman
Neighborhood Center
2
0
2
0
0
*See Appendix K for Write in Comments
SATISFACTION SURVEY FINDINGS
Page 69f
Executive Director’s Satisfaction with CDD
As part of CDD’s commitment to continuous improvement, the agency asked our team to conduct a study of Executive
Director satisfaction with CDD’s management of the program. We conducted focus groups with Executive Directors and
CDD staff to identify program features and services which were important to Executive Director Satisfaction. An on-line
questionnaire was developed to measure satisfaction with these features. All but one Executive Director completed the
questionnaire. Overall, Executive Directors expressed moderate satisfaction with CDD’s management of the program and
with CDD staff. In fact, the Executive Directors satisfaction was similar to the overall satisfaction with public programs
reported by ASCI, about 6.8 on a 10 point scale.
Figure 30. Overall Satisfaction
Overall, how satisfied are you with the guidance and support provided by CDD staff?
Overall, how satisfied are you with the services you received from CDD?
0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0
SATISFACTION SURVEY FINDINGS
Page 70f
In addition to oveall satisfaction, we measured satisfactin with specific aspects of the program. As Figure 31 and 32
show, Executive Directors were most satisfied with their “familiarity with their CDD Regional Area Director”,
“Respectfulness of CDD Staff” and the Accessibility of CDD Monitors” . Executive Directors were least satisfied with the
“One-E-App and the time it takes to complete”, “User friendliness of the ISSI system”, “Timeliness of contract execution”
and “Timeliness of payments”.
Oveall it seems clear that Executive Directors are relatively satisfied with the staff they deal with directly, and the
responsiveness of the program to their recommendations. Conversely, they are least satisfied with different aspects of
the Information system, particularly the One-E-App, and the speed of contracting and payment systems. Other features of
the program generate moderate satisfaction.
SATISFACTION SURVEY FINDINGS
Page 71f
Figure 31.
The value of One‐E‐App in relation to the amount of time it takes to complete.
User‐friendliness of the ISIS system.
Clarity of performance standards communicated by CDD.
Timeliness with which CDD executed my contract.
Timeliness of payments by CDD.
My familiarity with my CDD Regional Area Director.
CDD’s willingness to incorporate recommendations I have made into FSC program.
Information provided about the Community Advisory Board.
Promptness of CDD’s response to my questions.
Adequacy of the information and training CDD has provided me and my staff.
0.0
SATISFACTION SURVEY FINDINGS
1.0
2.0
3.0
Page 72f
4.0
5.0
6.0
7.0
8.0
9.0 10.0
Figure 32.
Accessibility of CDD accounting staff.
Knowledge of CDD accounting staff.
Accessibility of CDD MIS staff.
Knowledge of CDD MIS staff.
Respectfulness CDD staff show me and my staff.
Accessibility of CDD monitors.
Usefulness of feedback from CDD Monitors about my Center’s operations.
The amount of time required to complete the One‐E‐App paperwork.
0.0
SATISFACTION SURVEY FINDINGS
1.0
2.0
3.0
Page 73f
4.0
5.0
6.0
7.0
8.0
9.0
10.0
Conclusions and Next Steps
This initial full-scale pilot survey provides a benchmark to measure progress in customer satisfaction in the Family Source
Network over time. Initial results show high overall satisfaction among both adult and youth clients. Satisfaction does
vary moderately between sites and most sites have some room for continued improvement.
Response rates on the adult questionnaire indicate that some items were either difficult to understand or not relevant to
respondents. At several sites, the number of adult and/or youth respondents were unacceptably low.
The study team plans to review the questionnaires and based on the pilot, simplify questions and reduce the number of
questions to improve the response rate. In addition, we will review the logistics of data collection and confer with the
FSCs to find ways to increase the number of clients the survey reaches.
Executive Director satisfaction with CDD was moderate. In general, Executive Directors were more satisfied with staff
that they dealt with directly and less satisfied with the information system that supports the program. These results have
been review by both CDD staff and the Executive Directors. Future surveys will measure these same programs again in
the future, and be benchmarked against this survey.
SATISFACTION SURVEY FINDINGS
Page 74f